Refund Policy
Effective Date: 19 May 2026 · Version 2.0 · Cloudrift Technologies (Pty) Ltd
IMPORTANT NOTICE — CPA Section 49
This document contains clauses that limit the liability of Cloudrift Technologies (Pty) Ltd and its venue partners. It contains assumptions of risk, waivers, and indemnities as required under the Consumer Protection Act No. 68 of 2008. By purchasing a ticket on Vybe, you confirm that you have read, understood, and voluntarily accept all terms contained in this policy.
This Refund Policy applies to all ticket purchases made through the Vybe mobile application, operated by Cloudrift Technologies (Pty) Ltd. It forms part of our Terms of Service and is CPA-compliant.
1. Mandatory Acceptance of Terms
- By completing a ticket purchase on Vybe, you confirm that you have read and accepted these terms.
- Acceptance is recorded via the checkbox on the Order Summary screen before payment is processed.
- This acceptance is timestamped and stored as a legally binding consent record.
- Failure to accept prevents completion of the purchase.
2. User Cancellation Refunds
If you choose to cancel your ticket purchase, the following refund schedule applies based on how far in advance of the event you cancel:
| Cancellation Time | Refund Amount | Status |
|---|
| More than 72 hours before the event | 80% of ticket price | Eligible |
| 24 – 72 hours before the event | 50% of ticket price | Partial |
| Less than 24 hours before the event | No refund | Not eligible |
| Ticket has been scanned at the gate | No refund | Not eligible |
| No-show (did not attend) | No refund | Not eligible |
| Event cancelled by organiser | 100% of ticket price | Full refund |
| Event postponed — new date unsuitable | Full refund if requested within 14 days | Eligible |
Refund timing is calculated from the date of your cancellation request, not from the date of purchase.
3. Non-Refundable Items
- Vybe service fee (4.5%) — non-refundable under all circumstances
- Payment processing fees — charged by PayStack, non-recoverable
- Tickets explicitly marked non-refundable on the event listing
- Tickets already scanned at the venue gate — entry constitutes full use of the ticket
- No-show — failure to attend does not qualify for a refund
4. Ticket Transfer & Resale Prohibition
Vybe tickets are issued to the purchasing account holder and are non-transferable:
- Tickets may not be resold, transferred, duplicated, copied, or shared by screenshot
- Tickets may not be used by any person other than the original purchaser or guest for whom the ticket was lawfully purchased
- Tickets found to be resold or transferred will be cancelled without refund
- Vybe uses HMAC-SHA256 cryptographic verification — duplicate or forged QR codes are automatically detected and rejected at the gate
5. Ticket Date Changes
- Ticket date changes must be requested through the Vybe app before the event starts
- Once a ticket has been changed to another date, it is no longer eligible for a refund
- Date changes are subject to availability and venue approval
6. Organiser Cancellations & Postponements
- If an event is cancelled by the venue owner: full 100% refund of ticket price processed within 7 business days
- If an event is postponed: your ticket remains valid for the new date. If the new date is unsuitable, request a full refund within 14 days of the postponement announcement
- Cloudrift Technologies is not liable for events beyond its reasonable control including load shedding, government directives, civil unrest, or emergencies
- The Vybe service fee remains non-refundable even in the event of cancellation
7. Right of Admission & Venue Entry
- Right of admission is reserved by the venue. Venues may refuse entry or remove any visitor for non-compliance, unsafe conduct, intoxication, or safety concerns — without refund
- Entry requires a valid ticket QR code. Expired, cancelled, or already-scanned tickets are invalid
- In the event of any dispute regarding ticket validity or entry, the decision of venue management on duty is final, subject to applicable law
- Vybe is not liable for a venue's decision to refuse admission where the ticket is technically valid
8. How to Request a Refund
- In-app: Open Vybe → My Tickets → tap the ticket → Raise Dispute → select refund reason
- Email: support@cloudrifttech.co.za with your ticket reference and reason
Once approved, refunds are processed within 5–7 business days to your original payment method via PayStack.
9. Chargeback Policy
We encourage you to contact us directly before initiating a bank chargeback. We maintain complete transaction records, timestamped consent logs, and ticket delivery evidence for all purchases. Our direct dispute process is faster than a bank chargeback and protects your account from suspension.
10. CPA Compliance
This policy complies with the Consumer Protection Act 68 of 2008. Nothing in these terms limits any rights a visitor may have under the CPA or other applicable South African law. If you believe your consumer rights have been violated, contact the National Consumer Commission at www.thencc.gov.za.